Rais Hasan

• Atlassian Tools: Managed Jira workflows, custom fields, and automation rules to streamline ticket triaging and resolution processes
• Incident Management: Triage and resolve critical P0/P1 tickets in Zendesk, ensuring seamless support across regions
• Collaborated as a member of Slack’s Critical Response team, leading high-stakes incident response efforts, managing customer communications, and driving cross-functional coordination to ensure exceptional customer experience during critical moments.
• Platform:

- Resolved all support issues for Slack-built apps, including third-party integrations.
- Managed support for workflow creation, usage, administration, and third-party connectors.
- Supported most developer APIs, including Discovery, Admin, and Audit Logs APIs.
- Served on the Critical Response Team, balancing incident response with specialized team responsibilities.

- Reported over 100+ bugs to Engineering Team.

• Access:

- Delivered access support to 10,000+ customers with a 98% satisfaction rate and minimal operational disruption.
- Resolved 1000+ Slack connectivity issues from Netlog with an average resolution time of 30 minutes and high user satisfaction.
- Analyzed app crash logs, identified root causes, and collaborated with teams to reduce app crashes by 25%.
- Reported 100+ bugs to the Engineering Team, ensuring timely fixes and maintaining product quality.

- Trained new customer service agents on policies and procedures to support favorable customer experiences.

• Atlassian Administration: Supported Jira and Confluence environments, including user management, permissions, and workflow customization
• Technical Troubleshooting: Resolved MacOS, SaaS application, and network connectivity issues, ensuring minimal downtime
• Asset Management: Maintained inventory accuracy and coordinated equipment logistics, improving asset tracking efficiency
• Vendor Management: Collaborated with 3rd parties to develop and maintain SLAs, ensuring compliance and service quality
• Training & Documentation: Developed training materials and standard operating procedures for new hires, improving onboarding efficiency

• Technical Support: Provided A/V, mobile device management, and network support for global offices
• Project Management: Contributed to global IT projects, including hardware upgrades and software deployments
• Security Compliance: Ensured compliance with IT security policies and procedures, reducing risk exposure

• Process Improvement: Developed and implemented IT policies, SLAs, and workflow optimizations, improving operational efficiency
• Hardware & Software Upgrades: Led the upgrade of 5000+ laptops and 2000+ Windows 10 deployments across global offices
• Reporting & Data Analysis: Conducted root cause analysis and provided data-driven solutions to improve system performance
• Audit & Compliance: Performed routine audits of systems and software, ensuring compliance with security standards